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In 2019 service management will become a more important element of delivering an as-a-service approach using cloud computing.


  • Many consider service management as nothing more than ITIL process management, but the truth is quite different. Service management, as its name implies, is about delivering services to customers/consumers/users in a way that is both efficient and effective.
  • New technologies and trends, including mobility, AI, and GDPR, will have an impact on ITSM into 2019 and beyond.

Features and Benefits

  • Discusses how and why enterprise service management is becoming a reality for many organizations.
  • Learn why new technologies will shape how service management will be delivered, with organizational structures, roles, and responsibilities all being Impacted.

Key questions answered

  • How will enterprise service management help organizations deliver against digital initiatives?
  • What impact is mobility having on service management?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors and service providers

Enterprise service management is becoming a reality for many organizations

  • ESM can help organizations deliver against digital initiatives
  • Businesses view ESM as an important strategic opportunity

New technologies will shape how service management will be delivered

  • The digital technologies businesses are deploying
  • As technology evolves so will the role of IT operations
  • AI and machine learning will have a greater impact on how service management will be delivered
  • The value of AI to service management goes beyond just virtual assistants
  • Supporting a more mobile and flexible workforce
  • Mobilizing workflows through strong integration between ITSM and UEM

Service management must help IT departments become more focused on business outcomes

  • Where cloud and cloud-native meet DevOps
  • The extension of ITSM solutions into the functional domains of other market segments
  • GDPR is an ongoing opportunity for ITSM solutions to migrate outside the IT domain


  • Methodology
  • Authors

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